Customer Happiness Quality Assurance Assistant Manager
Athletic Greens, China
Job Description
THE ROLE:
We are looking for a self-motivated, dynamic and enthusiastic Customer Happiness Quality Assurance Assistant Manager/Manager. In this role, you will be responsible for monitoring and auditing customer happiness representatives calls, emails, and chats to ensure the highest level of Quality and expectations. Meanwhile, you will be reporting to the Customer Happiness Manager, China. The Customer Happiness Quality Assurance Assistant Manager/Manager will analyze customer service performance metrics and provide meaningful insights and recommendations that will enhance our customer experience and drive successful business outcomes.
Requirements
WHAT YOU’LL DO:
- Evaluate email, chat, and phone conversations of customer happiness representatives from all EC channels.
- Summarize findings and recommend solutions to management for individual and systematic and/or process improvements.
- Work in conjunction with leadership and the CH channel leads to identifying training needs.
- Facilitate coaching sessions with customer happiness representatives to ensure service standards are being achieved, and exceeded, regularly.
- Actively participate in quality review calibration sessions with leadership and/or other operational stakeholders to ensure consistency in evaluations and feedback for continued skill development are achieved.
- Analyze call center performance metrics to identify process and conversation opportunities to assist with projects around conversation improvements within customer happiness.
- Continuously evaluate processes and procedures and provide recommendations that will enhance the customer experience. Review and advise on the methods necessary to improve operations, efficiency, and service to customers.
- Assist in special projects or assignments as needed by the business.
WHAT WE’RE LOOKING FOR:
- Bachelor’s degree in related field, preferable nutriology background. Dietician certificate is a plus.
- Must speak Fluent/Native Mandarin, English is a plus
- Minimum of 2 years experience in a similar role within a call center environment - Excellent verbal and written communication skills with good command of Mandarin and English
- Exceptional listening and analytical skills
- Meticulous attention to detail with ability to analyze and score representatives fairly and consistently
- Technical ability to create reports and use data to make effective decisions
- Knowledge of call center metrics, reporting, and quality monitoring
- Knowledge of key ec channels’ service operations (Tmall/JD/Douyin).
- The ability to thrive in a fast-paced environment with a consistent can-do attitude - Strong attention to detail and a proven ability to manage multiple work streams at once - Ability to adapt and flex in a rapidly changing environment.
- Must be comfortable speaking in small or larger audiences when providing feedback
Benefits
- A 100%remote working environment, which has been implemented from day one.
- An immensely strong company culture that is enforced through the hiring process ensures values alignment and a highly collaborative team.
- A mission-driven approach to each and everything that we do, with an overall goal to significantly improve our customer's health and wellness.
- A monthly fitness class credit to support you on your health and fitness journey.
- Paid holidays and an unlimited vacation policy to ensure you have a healthy work-life balance.
- The opportunity to work with passionate, high-growth, business-minded colleagues who bring their all to the Athletic Greens mission each and every day.
- A brand new company laptop and a generous home-office budget so you can work your best.